Refund & Return Policy

1. Eligibility for Returns

A customer may request a return or exchange when:

• The product received is damaged.
• The product received is defective.
• The wrong product was delivered.
• The delivered product does not match the confirmed order.
• The package is materially damaged upon delivery.

For hygiene and safety reasons, cosmetic and personal-care products that have been opened, used, tested, or have had their protective seal removed generally cannot be returned or exchanged, unless the product is defective, damaged, or the wrong item was delivered.

2. Reporting a Problem

Customers should inspect their order upon delivery.

If there is a problem with an order, the customer should contact us as soon as reasonably possible and provide:

• Order number.
• Description of the issue.
• Photographs or videos of the product and packaging where applicable.

We may request additional information to assess the return request.

3. Wrong or Damaged Products

If we determine that the wrong product was delivered or that the product was damaged before or during delivery, we may offer:

• Replacement with the correct product; or
• A refund of the eligible amount.

Where appropriate, we may arrange collection or provide instructions for returning the product.

4. Refunds

Approved refunds will generally be processed using the original payment method where technically and commercially possible.

For cash-on-delivery orders, the refund method may be agreed with the customer depending on the circumstances and available payment options.

The time required for the amount to appear in the customer's account may depend on the payment provider or bank.

5. Non-Returnable Products

Unless required otherwise by applicable law, the following are generally not eligible for return because of hygiene and product-safety considerations:

• Opened cosmetics.
• Used cosmetics.
• Products with removed safety seals.
• Products that have been altered or damaged after delivery by the customer.
• Products returned without their original packaging where the packaging is necessary to verify the product.

6. Exchanges

If an eligible product is defective, damaged, or incorrectly delivered, we may provide a replacement subject to product availability.

If the replacement is unavailable, we may provide an applicable refund.

7. Promotional Products and Discounts

Products purchased as part of a promotion, bundle, discount, or special offer may be subject to additional return conditions, which will be communicated with the relevant offer.

8. Refund Processing

Once a return is approved, we will initiate the applicable refund process.

The actual processing time may vary depending on the payment provider, bank, delivery company, and refund method.

9. Contact Us

For return or refund requests, customers should contact Dr. Magdy El Haddad through the contact information available on our website and provide their order number and details of the issue.